Deputy General Manager
Cognizant
Pune, Maharashtra, India
6d ago

Job Description

  • Role : GM Quality
  • Location : Mumbai, Pune or Hyderabad
  • Develop / deploy the tools, reporting and infrastructure for an outstanding quality assurance program
  • Conduct and Drive root cause analysis insights to improve cross functional service processes
  • Drive operational excellence & process change management, re-engineering towards sustainable growth and improvement
  • Provide solutions by combining healthcare delivery experience and subject matter expertise with analytics, automation and AI
  • Build predictable insight models that lets the business stay ahead of curve
  • Responsible to build capability for problem solving in the organization
  • Collaborate with teams across geos and verticals to share best practices and drive continuous improvement
  • Plan for resources (People and Infrastructure) in a timely manner to avoid delays and likely impact on business deliverables.
  • Design and execute strong governance plans to communicate with the internal customers,
  • stakeholders and clients to gain information, feedback and approval.
  • Resolve all performance quality related issues in a sustainable manner
  • Experience in managing and coaching high impact teams
  • Manage budget for quality operations
  • Participate in key forums either at client site or any other site and be an ambassador of Quality on the whole for the program
  • Be comfortable in a fast-paced, constantly changing team-oriented environment and able to manage multiple deadlines simultaneously with strong project management skills
  • Recommend solutions to complex problems while also accomplishing many projects and priorities day-to-day
  • 15+ years of quality experience in ITES industry with good exposure to Medical Scribing / Medical transcription, Clinical documentation for US based Physicians.
  • Ability to handle complex assignment and create overview of complex projects and communicate plans and approaches in clear, concise and professional manner in verbal and written form.
  • Experience in managing global quality assurance program for call center operations
  • Knowledge of analytics systems and tools to enhance the quality of delivery to the business
  • Experience in data management and monitoring tools and processes
  • Proven track record in setting up and delivering Operational excellence delivery models
  • Should have led a cross cultural team
  • Should have sound project management skills Client / Customer Relationship Management experience
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